COMMON QUERIES
You Asked, We Answered
WHAT IS YOUR RETURN POLICY?
If your subscription has renewed and your card has been charged, you are set to receive the boxes that have been paid for. Cancelling only affects future renewals and doesn’t trigger an automatic refund. If you didn’t intend to renew, please email we.smell.books@gmail.com as soon as possible. We are happy to refund you for any unshipped boxes and cancel those shipments.
** Unfortunately, once a box has shipped, we are able to issue a refund. **
We cannot accept returns once a box has been shipped/delivered, regardless of whether or not the box has been opened.
We do not offer refunds if you receive a book/item that you aren't interested in or already have. We hope you pass them on to a book-loving friend or family member or donate them to your local library!
HOW DO I PAUSE OR SKIP A BOX?
If you are on the monthly plan and would like to skip a box, you just need request a skip or pause. This has to be completed prior to your monthly renewal charges your account. If the charge has taken place but the box hasn't shipped yet please email us at we.smell.books@gmail.com.
If you are on the 3-Month or 6-Month plan and wish to skip or pause a box, please email we.smell.books@gmail.com and we can skip your box for you.
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WHEN WILL MY ORDER SHIP?
Shop Orders:
Past boxes, books and other items purchased in the shop usually ship within 5-6 business days of being purchased. Once your order ships, you will receive an email with your shipping notification and tracking number. Please note that is can take 24-48 hours for tracking to update so you may not see updates to your tracking link right away.
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Subscription Boxes:
Our monthly subscription boxes generally ship between the 15th and 20th of each month. Once your box ships, you will receive an email with your shipping notification and tracking number. Delays can happen so be sure to check our Social Media and Newsletter for updates if you are curious about your shipment.
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Please make sure your shipping address on file is up to date before your next scheduled renewal, or email we.smell.books@gmail.com to get your current month's shipment updated before the 10th of the month. If you are contacting support after the 10th, we may or may not be able to update your address depending on the status of your shipment in our system.
DO YOU SHIP INTERNATIONALY?
Unfortunately, at this time we are not able to ship internationally. Please check back in the future or email us at we.smell.books@gmail.com and we can further assist you.
WHAT IF ONE OF MY ITEMS ARE DAMAGED IN SHIPPING?
We are sorry to hear one of your items was damaged in shipping. We do our best to make sure everything is packed safely and securely in your box but things can get bumped about in transit.
If you have a damaged item, please send a clear photo or two of the damages to we.smellbooks@gmail.com. We will be happy to send a replacement or credit your account for the replacement cost.
Though we aim to send out books in the best condition possible, small dings are very common to any books shipped, and even those found on the shelves in bookstores. Books are shipped many times - from the printer to us, and then from us to you. If you feel your book is damaged, please send an email and a photo of the issue to customer support and we will be happy to take a look.
When emailing support, please let us know the email address attached to your account so we can easily find your order and shipping address.
HOW DO I CANCEL MY SUBSCRIPTION?
We're sorry to see you go but understand if you need to take a break!
To cancel your subscription, you just need to log into your customer account and click Subscription Login or My Subscriptions. On the next page, you can expand the active subscription box by clicking the [+]. At the bottom right, you will see Membership Options. You can cancel your subscription there. If you have issues or your login isn't working please email customer support at we.smell.books@gmail.com.
Note: Cancelling only affects future renewals, it doesn't trigger an automatic refund. Any boxes that have already been paid for a time of cancellation will still be shipped. If you need to cancel any unshipped boxes, please email us at we.smell.books.com.